呼叫中心客户服务代表技巧培训方案 2

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1、目录第一章呼叫中心客户服务代表技巧培训方案..............................................................................3A100–呼叫中心概况及发展简介...............................................................................................3A110–客户服务的ART艺术.................................................

2、..................................................3A120–高效的电话沟通技能.......................................................................................................4A130–呼入电话/客户服务电话的处理.....................................................................................5A1

3、40–呼出操作及流程...............................................................................................................6A150–压力及情绪管理...............................................................................................................6A160–客户服务之路...................

4、................................................................................................7A170–客户投诉处理...................................................................................................................8A180–有效的沟通..........................................

5、.............................................................................9A190–呼叫中心的客户服务.......................................................................................................9第二章呼叫中心主管培训方案...................................................................

6、..................................11S100–呼叫中心人员自我激励..................................................................................................11S110–有效沟通与员工关怀......................................................................................................11S120–呼叫

7、中心知识与信息管理.............................................................................................12S130–呼叫中心岗位分析与工作表现评测.............................................................................13S140–积极的在职辅导和培训..........................................................

8、.......................................14S150–培训师的培训................